Got faulty Phone from Samsung

am Charu Agarwal from Noida. I would have wished to add I am satisfied customer of your company.. But currently I feel otherwise.
On 11th December 2015, I bought a Samsung Galaxy S6. I was excited and happy to have bought such a nice looking, feature rich, expensive phone. My excitement was not yet over, but my phone started showing some problems.
From the first day of charging I felt that my phone is getting heated.. But I thought it could be due to the fast charging feature. On the 20th day of purchasing this phone, while on charging, my phone started burning. Luckily it didn’t burst and caused any other harm to people around as I was alerted by the burning smell. Though I felt embarrassed and extremely sad, I hoped that Samsung would replace my phone. But when I visited Samsung service center very next day, they informed me that phone can’t be replaced as per the policy but it will be repaired. Accordingly they replaced faulty components. But the phone still heats up now also. Let me list down the faults I find with this mobile.
1. Getting heated while on charging.
2. Finger print censor not working as service center person told me that home key is having some issue and it needs to replace.
3. In between the call, sometimes the audio stops for few seconds.
4. Phone hangs. I had to reboot the phone twice already.
I believe I got a faulty mobile and I want the same to be replaced. I talked to your customer care multiple times all they have to tell me was that as per policy replacement can happen up to 20 days. And that had I not agreed to repair it, it could have been replaced.
Now, I don’t understand why your company is trying to fool customers who trusted it. And why your customer care executives handling customers so rudely. Your own service center forced me to repair it and now your customer care team is telling me that it shouldn’t have been repaired as this issued never came in any premium handset earlier.
After hours spent on convincing customer care, finally they agreed to take it on observation and the phone is in service center.
I am least inclined to continue using this faulty elite mobile from your company as am afraid that the phone might catch fire again and burst. I sincerely request you to replace this faulty one. If it can’t be replaced please give me an assurance that it wouldn’t create any threat to user through a burst of fire.
I am a return customer of yours as I replaced Galaxy S3 with S6. But with the experience so far, I wish I had considered an iPhone or nexus than sticking to Samsung. I hope you wouldn’t disappoint and turn away a sincere customer through the rigid policies and a customer care that is least interested in serving customer.
I would like to reiterate my request to replace the mobile once again.


Comments

One response to “Got faulty Phone from Samsung”

  1. Dear Sir,

    Greetings from Samsung.

    With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.

    Thanking and assuring you our best services always.

    Thanks & Regards,
    Jitendra Singh
    Customer Experience
    Samsung India Electronics Pvt Ltd (SW Asia RHQ)

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